People Process Technology Telecom Industry Challenges Remaining competitive in the current telecom marketplace mandates three primary concentrations: 1. Flawless Execution – delivering services as efficiently as possible 2. Customer Retention – keeping your customers 3. Revenue Assurance – making the most from the customers you have In the following presentation we will show how the issues affecting these metrics exist across the entire customer lifecycle. CHALLENGES
Transcript
People Process Technology
Telecom Industry Challenges
Remaining competitive in the current telecom marketplace mandates three primary concentrations:
1. Flawless Execution – delivering services as efficiently as possible
2. Customer Retention – keeping your customers3. Revenue Assurance – making the most from the
customers you have
In the following presentation we will show how the issues affecting these metrics exist across the entire customer lifecycle.
CH
ALL
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GES
People Process Technology
What we heardfrom your managersC
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• Training Shortfalls• Inadequate curriculum• Lack of Knowledge Base
• Employee Stress• High attrition rates• Need to improve agent quality of life• No Standard Operating Procedures• High attrition rates
• System Issues• Instability and downtime• No upgrades or reporting support
•Narrow Customer Focus• Disparate tasks not unified• Lack of 360 degree customer view
People Process Technology
What we observedwhen we were onsiteC
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• Stressful Conditions• Crowded conditions – small cubes, narrow aisles• High noise levels – constant headset muting
• Agent Community• No agent recognition programs• Few agent community builders• Siloed roles, minimal variety
•Workflow Inefficiencies• Cut and paste with Notepad intermediary• Complex system views• Lack of automated response mechanisms
People Process Technology
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• Customer Focus• No automated customer surveys• No standardized email or voice responses• Piecemeal customer overview
• Cost drivers• Low seat utilization (<1)• No call deflection strategy• 3rd party executed, shared CSAT polls
• Limited Call Deflection Strategies• No chat, Web self-help• Only basic IVR redirection
What we observedwhen we were onsite
People Process Technology
What we recommend forFLAWLESS EXECUTIONEX
EC
UTIO
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• Transform Training Program• Consolidate training curriculum• Formalize curriculum / dedicate trainers• Create Standard Operating Procedures• Standardize Job Description – “Universal Agent”• Reduce agent expertise requirements
• Create Knowledgebase• Gamification technology efficiencies and economics• Over time adapt to customer self-help via Web• Drives training focus
• Reduce expertise requirement• Automate routine tasks• Create Unified GUI to reduce training
People Process Technology
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• Reduce keystrokes, cut and paste• Screen pop from CRM System• Notepad intermediary• Muting• Automated email responses
•Widen customer focus• Mine multiple systems for 360 degree customer view• Improved customer insight improves service• Prompt for holistic advice and upgrades
• Prioritize issues using IVR• Improve premium support• Match most qualified personnel to problem• Call deflection decreases wait times and call loads
• Implement customer self-help• Provide information for self diagnosis• Customers avoid wait times for simple problem resolution• Reduced call volumes reduce stress overall
What We Recommend forCUSTOMER RETENTION
People Process Technology
REV
EN
UE
• Formalize and track upsell• Simplify complex pricing plans with P2B engine• Enforce upsell attempts with StopWatch
• Reduce costs• Cross train and load balance across wider team• Simplify workflows to decrease agent skill levels and cost• Reduce AHT and rework (increase FCR)• Reduce attrition and training costs• Increase seat utilization• Push knowledgebase maintenance to agent base• Address system stability issues
• Implement call deflection strategies• Implement Web self-help and chat• Enhance IVR routing
